Screenshot of Case log on Seller Central.

Amazon Case Management: How to Resolve Account Issues Quickly

Ryan Faist

Ryan Faist, Channel Key

February 9, 2022

Case management is an important part of selling on Amazon. As the largest e-commerce marketplace, Amazon is complex, compliance-driven, and ever-changing. The platform introduces new programs and protocols all the time. An honest mistake can lead to inventory delays and even account suspensions. This can halt sales and send your team scrambling to troubleshoot the issue. Knowing how to navigate Amazon’s case management system helps keep your products live and generating revenue.

What is Amazon Case Management?

Case Management is the act of connecting with Amazon Support to resolve problems with your account. This can be a lengthy process, depending on the issue. Sellers and vendors can create cases through their Seller Central or Vendor Central dashboard. Common reasons to create a case include the following:

  • Problems with Product Pages
  • Compliance Violations
  • Fulfillment Issues
  • Stranded Inventory
  • Customer Disputes
  • Error Messages
  • Account Security Breaches

How to Create a Case in Amazon Seller Central

  1. Login to your Seller Central account and click HELP in the upper right corner.
  1. Click CONTACT US at bottom of the pop-up window.

  1. Click SELLING ON AMAZON in the new window that pops up.

  1. Type the issue you want to resolve.

5. Create a case from your options on the left.

Best Practices for Amazon Case Management

Resolving an issue with your account is not always easy. Amazon is a robust marketplace. Complex problems often take time to fix. The following tips can help speed up the process:

  1. Be Succinct
    Amazon Support always has many cases to review. The quicker you explain the issue, the more likely they are to solve it.
  2. Know Your ASINs
    Support Representative’s often need ASINs (not SKUs). If your issue is product-related, have your ASIN details ready.
  3. Be Prepared
    Anticipate what Support Representatives may ask. This will help move things along. For example, if you request UPC changes on a listing, Amazon will likely need proof that you are the brand owner of that product. Have any relevant documentation ready before contacting Amazon Support.
  4. Document Your Correspondence
    Your case may take time to resolve. It is common to speak to multiple Amazon Support Representatives. Keep track of who has helped you and any progress made. This will help prevent having to start over from the beginning.
  5. Be Polite
    Amazon Support Representatives are humans. Be polite and respectful of their time. Interpersonal skills can speed up the process.
  6. Respond Quickly
    If Amazon Support asks a question, respond in a timely manner. Otherwise, they may close the case before you find a resolution.

Channel Key Takeaway

Case Management is often the most challenging part of selling on Amazon. Even veteran sellers encounter problems, from compliance violations to account suspensions. Partnering with a recognized Amazon agency is your safeguard against challenges like this. With over 150 brand partners, Channel Key has come across virtually every issue imaginable. Our close relationship with Amazon translates to speedy case management. More importantly, we work hard to track account health and identify any risks in advance. Preventing issues in the first place is the best form of case management on Amazon.

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